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Early Access Program: Multiple Help Centers in Jira Service Management


 We've started rolling out the ability to create and manage multiple help centers to new and existing Jira Service Management Cloud customers. By the end of August 2024, all cloud customers on Premium and Enterprise plans will have access to the feature.


Hello, Atlassian Community 👋

We're thrilled to announce the launch of our Early Access Program for Multiple Help Centers in Jira Service Management. This new capability will allow you to create and customize additional Help Centers within the same site, each with its own unique branding, homepage modifications, and announcements.

Why join this Early Access Program?

Participating in this EAP gives you the unique opportunity to influence the development and refinement of the Jira Service Management Help Center to better meet your organizational needs. In particular, by joining you will gain the ability to:

  • Create additional help centers

  • Within each help center:
    • Customize branding elements (look & feel)

    • Create announcements and topics

    • Feature or hide portals on the home page
    • Set a custom URL slug

 

Multiple Help Centers.png

 

 

About the Early Access Program

We are looking for a select group of organizations with Premium or Enterprise editions of JSM and are enthusiastic about shaping our product's direction.

If you're interested in joining the EAP and meet the above criteria, please fill out this application form. We'll reach out to you if you are selected.

Looking forward to speaking with you soon!

 

Best regards,

Sushant Koshy

Product Manager, Jira Service Management

42 comments

Muhammad Fahad
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April 14, 2024

Great @Sushant Koshy 

Looking forward to testing this in EAP.

Like Sushant Koshy likes this
Aaron Geister
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April 15, 2024

Cant wait I think this will be an amazing add.

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Vedant Kulkarni
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April 16, 2024

Exciting news!!

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Marc Koppelaar
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April 16, 2024

Hi @Sushant Koshy ,

Can't wait to test this.

Really hope I can get the opportunity to test this.

Like Sushant Koshy likes this
Marc Koppelaar - Devoteam
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April 16, 2024

Hi @Sushant Koshy ,

Can't wait to test this.

Really hope I can get the opportunity to test this.

Like Sushant Koshy likes this
Joseph Chung Yin
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April 16, 2024

Looking forward to participate this new feature.  Something been long awaited.  Do you know if this is will be available for Data Center after it is GA in the Cloud env?

Best, Joseph

Like Sushant Koshy likes this
Murthy A M April 16, 2024

@Sushant Koshy  this is great news, I will be looking forward to test and contribute. I have signed-up for EAP.

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Jimi Wikman
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April 17, 2024

This is great and hopefully this will be a good alternative to Refined.

I hope that we do not just get multiple Help centers, but eventually also get the same functionality as Refined where we have CMS functionality so we can build customer portals with multiple request types rom multiple projects and not just a mirror of a JSM project.

This looks like a very promising step and with a good CMS functionality and Chatbot/AI where we can create multiple branded portals with custom URLs then I will be in heaven :)

Portals for JSM have been a concern for a while since they are project first and not customer first. The portal is also not very customizable, but I am guessing that is on the roadmap :)

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Stephen Sievwright April 18, 2024

Is there a group for this EAP?

Eric Krueger _StrataCom_ Inc_ April 18, 2024

We have a bunch of customers that this would be a great addition for.  Can't wait to get our hands on it and start setting up some demo scenarios!  Thanks!

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Michael Fileti April 19, 2024

Will we be able to customize which Request Types are visible within each Help Center or only the projects that are visible (and therefore all request types that are visible are the same across all help centers for that project)?

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Sushant Koshy
Atlassian Team
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April 21, 2024

@Joseph Chung Yin - this capability is limited to Cloud at the moment. 

Sushant Koshy
Atlassian Team
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April 21, 2024

@Stephen Sievwright - we don't have a group for this EAP. We connect with participants over email once they sign up for the EAP. 

Sushant Koshy
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
April 21, 2024

@Michael Fileti - At the moment, we are providing the ability to hide projects on the different Help Centers. You will not have the ability to limit request types across Help Centers as of now. 

Like Yatish Madhav likes this
Rafał Starzec
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April 25, 2024

Wow :) we are waiting for that for so long:) amazing!

Ariel Kauan
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May 2, 2024

- "select group of organizations with Premium or Enterprise editions of JSM"

:(

Like Peter Fredebold likes this
Ntamen kamogne harry Michel
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May 2, 2024

waaaaaaaaaaaaaouh😮😮😮😲😲😮😲😮😲😮😲😲😮😮🥱😮😲😮😲😮😮😲😮😲😲😮😲

Chris C_ May 2, 2024

what the heck is a "URL slug" ??

Yatish Madhav
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May 2, 2024

This is brilliant! Cant wait to test and use this and see it to GA! :)

Thank you, Atlassian!

Yatish Madhav
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May 2, 2024

@Chris C_  -  a url slug is the path, and sometimes clean, dashed name in the url. So in https://xxx.atlassian.net/helpdesk/this-is-my-test-helpdesk - the helpdesk/this-is-my-test-helpdesk  or the this-is-my-test-helpdesk is the slug

Also, I am with @Ariel Kauan - this should be in Standard as well, please?

Like Chris C_ likes this
Matt Budnyj May 3, 2024

Hi @Sushant Koshy multiple help centres = how many? Is there an upper limit?

Like Joe Pursel likes this
Peter Fredebold May 3, 2024

This would be a useful feature for us, as we have an internal Team that wants their own Help Center, but it does not warrant upgrading to Premium due to the still incredibly steep price.

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Tanya Dohan
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May 3, 2024

This new feature would be a great addition to our soon issue of need additional help centers. Would love to be part of the EAP. 

Thank you @Sushant Koshy 

Chrissy Clements May 6, 2024

Ooh, I have a question.... Could we have the same customer portal listed in each help centre?  My use case is that we are an internal support team; however, we could almost split this into two separate help centres—one dedicated to our franchise partners and store employees and another dedicated to our back office teams.

What would be even cooler is if we could show each different help documentation, but the work land into one central view for our agents.

Happy to jump on a call to discuss.

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Sushant Koshy
Atlassian Team
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May 7, 2024

@Matt Budnyj - We haven't finalized the upper limit yet. We will share the limits when we make this generally available. 

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